ADA Associate

Reports To

Operations Manager

Job Location

Remote-first organization; employees must live within reasonable driving commute of Phoenix, AZ. Initially fully remote; may require bi-weekly office reporting if a Phoenix office is acquired in the future.

About the role

The ADA Associate is an individual contributor delivering Gold Standard leave and ADA services to clients and their employees. This role focuses on administering leaves of absence and at-work accommodations, with special emphasis on the interactive discussion process under the Americans with Disabilities Act.

Responsibilities

• Administer a full workload of ADA cases and associated leaves of absence for multiple clients, adhering to client policies and federal/state leave law regulations.
• Serve as the primary point of contact for employees with open service outside their ADA case (e.g., protected or company policy leave with an at-work accommodation).
• Conduct leave administration tasks including confirming leave eligibility, reviewing medical documentation, communicating with healthcare providers, client employees, and HR teams, and confirming return-to-work.
• Conduct ADA administration tasks including engaging in the interactive discussion process, documenting the process, seeking clarification as needed, and advising clients on case-by-case accommodation requests.
• Provide excellent customer service by answering phones, responding to emails, and communicating effectively with clients’ employees regarding leave entitlement, client policies, and benefits.
• Coordinate with Claim Specialists to ensure timely and accurate adjudication of employee claims.
• Draft and send letters to employees regarding leave entitlement, disability benefits, and/or the interactive discussion process.
• Initiate return-to-work accommodations when applicable, adhering to federal regulations.
• Maintain high-quality employee leave and ADA files according to set standards.
• Work independently, take initiative, actively participate in team discussions, and collaborate effectively in a remote-first environment.
• Take on additional work with short notice as needed (e.g., client accounts transitioned due to business needs).
• Coordinate between short-term disability insurance carriers, worker’s compensation providers, and employees when required.
• Participate in client meetings, company-wide off-site meetings, and training programs, which may require infrequent travel.
• Be available to back up multiple accounts.
• Perform other duties as assigned to meet business needs.

Requirements

• Four-year college degree in a related field.
• Proficient in typing and MS Word.
• Strong organizational, quantitative, and verbal/written communication skills.
• Ability to comprehend and interpret regulatory and policy documents (e.g., disability plans, client leave policies, state/federal regulations) and stay current with changes.
• Passion for excellent customer service and effective communication with stakeholders.
• Team-oriented approach to building strong working relationships.
• Willingness to learn, take initiative, and be receptive to feedback for continuous improvement.
• Excellent attention to detail, follow-through, and common sense.
• Strong ability to prioritize tasks, manage time well, identify and solve problems efficiently, and maintain accurate records.

Schedule

• Expected to work 40 hours per week.
• Expected to report to the office bi-weekly if a Phoenix office is acquired.
• Regular business hours vary by location:
  • California: Monday to Friday, 8:00 AM to 5:00 PM (PST)
  • Georgia: Monday to Friday, 8:00 AM to 5:00 PM (EST)
  • Arizona: Monday to Friday, 8:00 AM to 5:00 PM (MST)
  • Oklahoma: Monday to Friday, 8:00 AM to 5:00 PM (CDT)

Pay

$50,000 – $60,000 yearly salary